Softtop Customer Engagement brings every inbound channel — voice, two-way SMS, web chat, WhatsApp Business, Instagram DMs, Facebook Messenger, and email — into one shared agent inbox with cross-channel conversation history visible on every contact record. Agents see the full context of every customer's prior interactions across all channels before responding, eliminating the frustration of customers repeating themselves and reducing average handle time.
The unified inbox routes every inbound contact to the most appropriate available agent using skills-based routing rules. Contacts are prioritized by channel, customer tier, wait time, or urgency score. Agents handle multiple simultaneous text-based conversations from one screen while the platform tracks SLA timers and automatically escalates contacts approaching response-time thresholds.
The AI Receptionist handles Tier-0 contacts autonomously across chat and voice channels — answering common questions, confirming account status, processing simple requests, and routing complex issues to the right agent with full context. AI Sentiment Analysis monitors tone on every channel in real time so supervisors see at-risk contacts before they escalate to complaints or negative reviews.
CRM integration syncs every interaction log, AI summary, and customer sentiment score to HubSpot, Salesforce, or Zoho automatically. Historical engagement data across all channels is accessible from the CRM contact record without switching to the Softtop dashboard. The REST API enables custom channel integrations, custom routing logic, and programmatic reporting. Customer Engagement is available on all Softtop contact center plans with no per-channel add-on fees for the standard set of supported channels.